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Director, Customer Retention and Loyalty

Location: Somerville, Massachusetts

Department: Marketing

Leave your boring job behind and step into the #PaintLife! At Paint Nite, we’re in the business of making people happy—how many companies can say that? Our employees love being part of a growing, profitable company that inspires creative thinking, encourages collaboration, and believes that every employee has the power to make an impact. As a constantly evolving company, your job description is dynamic –offering our employees exponential opportunities for professional growth. Last year, Paint Nite was ranked #2 on Inc. Magazine’s list of the 5000 Fastest Growing Companies in America, and we’re not planning on slowing down any time soon!

Like we said, we’re in the business of happiness, and that starts with our employees. At Paint Nite, you’ll enjoy a brand-new office space complete with an in-house fitness facility, and a full bar with two kegs of ice-cold beer. We offer unlimited PTO, flex hours, and great benefits—it’s no wonder Paint Nite is a fixture on Boston “coolest companies” lists!

We are looking for an experienced Director of Customer Retention and Loyalty to create a fanatic Paint Nite consumer base. In this role you will be key member of the Marketing Leadership Team, driving the growth of Paint Nite’s largest & most profitable revenue stream, and designing a unique and impactful brand experience. You will lead a team that will be responsible for establishing an integrated, branded, customer journey, and developing communication channels and programs to drive engagement & loyalty.

You will:

  • Drive Paint Nite’s largest and most profitable revenue stream, overseeing all customer retention marketing programs and channels
  • Leverage marketing automation technology and customer data to create integrated retention strategies and implement programs to optimize customer value
  • Develop a metric and results driven approach, including the establishment of KPIs related to consumer behavior, direct marketing programs, and profitability
  • Design and deliver periodic reporting packages and direct ad-hoc analysis to drive improved performance of channel marketing and customer life time value
  • Analyze customer data to develop customer personas and segmentation strategies
  • Build a holistic view of the customer journey, identifying opportunities and implementing solutions
  • Design and launch a robust customer loyalty program, working closely with Paint Nite’s product and technology teams
  • Direct the selection and management of agencies and third parties to expedite new program launches
  • Collaborate with other marketing functions as well as cross functionally with the customer service, product, licensing, technology and other teams.
  • Lead the development of an ongoing consumer insights program, gathering qualitative and quantitative insights to grow the brand
  • Relentlessly drive growth through innovative strategies and meticulous execution to drive step change improvements in performance
  • Direct a team of 4 responsible for customer retention & loyalty, email marketing, social media, consumer insights, site optimization, and the customer journey.

You have:

  • 6-8 years direct marketing experience, leveraging data and analytics to drive revenue growth, ideally with direct responsibility for email marketing and customer analytics
  • Exceptional analytical skills and a strong strategic orientation with an insatiable curiosity for consumer behavior
  • Ability to think creatively about the Paint Nite consumer experience, applying data and insights to create a unique, covetable, high-impact brand experience.
  • Excellent project management skills, with experience leading complex projects, integrations, and new program launches. Ability to work collaboratively with data, engineering, and creative teams a must
  • Successful track record working in a high growth, fast paced, results driven company
  • Proven management experience with success hiring, developing and training a team

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stand; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level.


Paint Nite® is invading local bars and restaurants across the US and Canada with a new way to go out, have fun, and feel good. It’s everything a great night should be—friends, drinks, and laughter. Plus, you’ll create a one-of-a-kind painting (we make it so easy!) along with the memory of a unique night out.
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